FREQUENTLY ASKED QUESTIONS

For all additional queries please contact customer services at hello@dmybydmy.com
SUNGLASSES

Italian Cellulose Acetate
DMY BY DMY sunglasses are crafted from the highest quality cellulose acetate, sourced from the world’s leading supplier in Italy. Cellulose acetate is a plant-based plastic made from natural wood pulp and cotton fibers meaning its hypoallergenic, lightweight and very strong. And unlike petroleum based plastics, cellulose acetate retains its vibrancy over time because its colour is embedded within the material rather than sprayed on top. 

Stainless Steel
DMY BY DMY metal frames are manufactured from high-quality stainless steel. Stainless steel is lightweight, flexible, strong and corrosion-resistant offering maximum durability and increased comfortability.  

All of our lenses offer 100% protection against UVA and UVB rays. They are crafted from CR-39, a lightweight polymer which offers an extremely high optical quality, almost as good as glass. In terms of durability, CR-39 is both incredibly scratch and shatter resistant.

ORDERS

Of course, all of our deliveries feature full online tracking. To track your parcel simply follow the link in your Order Confirmation e-mail or visit ‘Recent Orders’ on your account page.

We accept all major debit and credit cards and Apple Pay. All payments are processed through Stripe.

MAINTENANCE AND REPAIR

Of course, all DMY BY DMY frames have been designed so that they are easily adjusted to fit you perfectly. For acetate frames, if they’re too tight or loose, crooked on your face or hurt your ears, your local optician should be able to adjust the temples to fit your size. For metal frames, simply tighten or widen the silicon nose pads. If, over time, the glasses become loose you can tighten the hinge screws with a small screwdriver. Again, these adjustments can be made by your optician.

We recommend regularly cleaning your glasses with soap and water. Avoid the use of any solvents of alcohol. When drying, use the microfibre cloth provided and avoid the use of abrasive cloths as these may damage the lenses. 

Yes, we offer a one year warranty against any material or manufacturing defects from date of delivery with proof of purchase. Please note this warranty does not apply to products that have been altered, personalised or misused. If you feel that your product meets these requirements please contact us at hello@dmybydmy.com explaining all necessary details. We will process the request and if it meets the requirements, replace the sunglasses immediately with a new pair, free of charge. 

KLARNA - PAY LATER

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

Once your order’s confirmed, you’ll receive an email with payment instructions within two days from Klarna. You’ll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk

To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.

 

Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability.

If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address.

All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

If you want to make a purchase with Klarna, you’ll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor DMY BY DMY run credit searches against you that could impact your credit rating.

 

Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card.

As soon as DMY BY DMY have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.

 

Payment is due 30 days after the item is shipped. To help you pay on time, we’ll alert you two days before payment is due – you’ll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.

If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It’s very important, that you give us the correct details, as otherwise you will not receive the payment information.

Payment information is processed securely by Klarna. No card details are transferred to or held by DMY BY DMY. All transactions take place via connections secured with the latest industry standard security protocols.

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.

If you pay by card, DMY BY DMY will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.

Once DMY BY DMY has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you’ve made a partial return. With a full return, your statement will be closed.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please contact DMY BY DMY to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

 

If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

 

If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.